Points credited to wrong program

[TimLyFr]

Hi All,

My wife and I flew Melb-KL-Paris on Malaysia Business with the intention of crediting points and SC to our Qantas accounts. My points were credited but my wifes were not. We asked Qantas but as my wife had an enrich membership they wanted a statement from Enrich stating that they had not credited the points.
We asked Enrich for this, but instead of giving us a statement they credited the points with an apology for not doing so sooner. Useless!
I am not so concerned about the points, but more the status credits. We have enough flights booked for the rest of the year that she would have been at WP had these points been credited to Qantas, and indeed we have planned our travel and chosen airlines with this goal in mind.

Do you think there is any point arguing with the airlines? If so, is the best plan of attack via Malaysian or Qantas?

Thanks for any advice you may have,

T

 

[markis10]

Do you have your boarding passes and what is on them, that will be the big factor!

 

[samh004]

I've read a few posts on this, but they're few and far between. You'd need to get Malaysian to un-credit the points before Qantas would credit them as far as I can tell. Even though you're only after SC I was under the impression it'd be the same thing to the airlines. Qantas isn't going to credit something that has already been credited, as it'd be double dipping.

Then again, I'd default to markis10's advice. But just relaying my understanding.

 

[TimLyFr]

Sorry edit as I note samh004's reply.
Initially Enrich did not credit the points, but Qantas would not credit without formal letter. So when we asked Enrich for the letter, they credited the points.
We had to reschedule our flights due to visa problems for France, which my wife did over the phone. It is possible she gave her Enrich number then, but it must not have been properly registered by them for the points to not credit automatically.
Entirely possible this is our fault, but still coughpy to send Enrich a letter and for them to do the exact opposite whilst apologising for not doing it earlier.

 

[Storyteller]

Similar happened to me a couple of years ago, except with NZ & CO. It look a lot of perseverance, but eventually miles posted to CO. And when they & UA merged it got me to 1K.

You've got quite a bit at stake here - happy WP wife, happy life - so worth biting the bullet.

Write to Enrich again, itemizing what happened, what you requested, what they did wrong & what needs to happen now. Help them out by giving them a contact address at QF. Ask them to copy you on their correspondence with QF. You have probably already done this.

Take a screen shot of your wife's Enrich account now, and again when the points leave it.

Send QF your request again, plus scan of your boarding passes. If no boarding passes, the tickets, plus the screenshots from the Enrich account. (proves the flights happened to their programme's satisfaction ).

 

[TimLyFr]

Hi storyteller,
Thanks for your advice. I had just written to both enrich and malaysian via their email channels. I cant remember the last time I wrote a real letter but maybe that is what is needed. I did not think to give them an address at Qantas, excellent idea thanks.
Funny what you say about happy wife happy life. We have just left for two years overseas for my work, and that was the advice given to me by most of my senior colleagues. The Wp status wont really make much difference to her (we will be travelling together the whole time) but its the little things sometimes that take the edge of six months under snow in Candada, or the French bureaucracy....
Tim

 

[legroom]

Do you have your boarding passes and what is on them, that will be the big factor!

Could you ask to change your FF program at check in or in lounge e.g. QF to Enrich / AA / BA or vice versa ??

Or does it have to be done well before that ?

 

[markis10]

Could you ask to change your FF program at check in or in lounge e.g. QF to Enrich / AA / BA or vice versa ??

Or does it have to be done well before that ?

AFAIK it can be changed at any time until on the plane, in theory

 

[legroom]

AFAIK it can be changed at any time until on the plane, in theory

Thanks

Helpful to know this to massage different FF programs

Cheers, Markis10

 

[TimLyFr]

Just to let you know what happened.
Took about a fortnight for Qantas to reply. Basically said they could not help. Suggested calling Enrich again.
Enrich just today replied to an email dated 21/8/13, acknowledging their mistake and removing the points so we can claim them with Qantas. Funny as I was home from work early today and was going to call them when the email came through.
Hopefully all can be sorted out now with Qantas with a minimum of fuss.
Wife happy.